Contact centre solutions incorporating call recording, quality assurance, and workforce management designed to improve first contact problem resolution thus improving customer service and driving customer acquisition, satisfaction and retention.
Customers can digitally record calls for quality assurance or verification purposes. Calls may be recorded full-time, by campaign, or on-demand.
Allows administrators to easily conduct quality assurance on their agents by randomly selecting recordings to identify top and bottom performers and drive coaching activities – ensuring the best service at all times.
Optimising resources and assigning the right resources with the right skills to the right job at the right time to meet demand.